Batho Pele (a Sesotho expression for “people first”) was an initiative of the Government to transform service delivery in the public sector. These principles were published in the White Paper on the Transformation of the Public Service in October 1997 (South Africa: 1997). In this White Paper eight principles were identified that would serve as indicators of effective, efficient, and people-oriented services. These principles were indicative of and attempted to address limitations in service delivery in public services. These limitations and shortcomings developed over years due to political, economic, and social factors and were therefore developed to focus on access to services and inclusion of the client as an important, respected, and informed role player who can expect services of a high standard while getting value for money.

Who Should Enrol

The course is developed for and aimed at all workers working in the health sector.

Learning Outcomes

After completion of this course, you should be able to:

  • discuss the importance of patients’ experience in determining quality care in health facilities.
  • illustrate the relationship between patient experiences and the impact of the role of health care workers.
  • reflect on his/her own attitude and behaviour in determining patients’ experience.
  • illustrate an in-depth knowledge of the Batho Pele principles.
  • discuss the relationship between the Batho Pele principles and the Patients’ Rights Charter.
  • describe strategies to measure the impact of implementing the Batho Pele and the Patients’ Rights Charter.
  • reflect on his/her own role in implementing the Batho Pele Principles and the Patients’ Rights Charter.

Course Design

This is an eLearning course.

Course Content

The following modules are included in this short course:

  1. A matter of Patient Experience
  2. Improving the patient experience through quality care
  3. A matter of attitude
  4. Own your behaviour
  5. Batho Pele Principles and the South African Patients’ Rights Charter
  6. Measuring the impact of Batho Pele and the Patients’ Rights Charter
  7. My role in implementing Batho Pele and Patients’ Rights Charter


Participants are assessed by means of multiple-choice questionnaires at the end of the course. In order to be successful a pass rate of 50% is required.


Accredited according to the HPCSA’s Medical and Dental Board Guidelines for 15 Ethical CEU’s on Level 2.


FPD will award successful participants with a certificate on completion of this course should they successfully complete the assessment process.

In order to qualify for CPD certification, a pass mark of 70% is required.


FPD Nursing Education Unit 


Tel: 012 110 4080/ 087 821 1109

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